Carolyn B.

Rented 3 Rue a Portalet in Banyuls des Aspres, Upon getting into the property late (we had asked to change our check-in time and this was accommodated but then the real estate agent Heidi Prag came 1 hr and 30 min later than our agreed time. As it was later in the evening and time to eat we did a quick check-in. She had us provide the damage deposit, she gave us keys and she very quickly walked us through the property, She said her Saturdays are very busy and she usually checks in/out 10 groups. She was in a hurry to get the process done and her husband/boyfriend was waiting in the double parked car. I went to start making supper and when I took out some dishes and plates I noticed they were not clean (every single plate and cup I took out). There was tomato sauce on the lid of a pot so at that point I was pretty certain I needed to wash anything I was going to use. As we were hungry and I needed to feed my family, I proceeded to clean items so we could eat dinner. As we sat at the living room table after supper I noticed something on the table. I took out a lysol wipe and wiped it and it was black. ****What is key to note is that we were asked to sign an 8 page contract. It went into great detail about the cleaning that was required on check-out. As we were asked to sign this months before taking the apartment, this gave us confidence that we would be renting a very clean apartment. We were very wrong. As this property does not have wifi, and we are Canadian and do not have a European data plan, we could not let Heidi know of our problems until a few days later. She did not say much at that time. One day with less than 24hr notice she asked if she could enter the apartment with a plumber to fix something. When we arrived back there was something that appeared like glass in the sink and we realized the plumber and/or Heidi had made a full pot of coffee using the coffee beans we had brought from home due to sensitivity issues to caffeine. We thoroughly cleaned the property as was required of us in the contract and in an effort to ensure we would receive our 400 Euro cash damage deposit. When we asked for some form of compensation due to the hours we required to clean the place upon our arrival so we could enjoy it, Heidi declined. We also had an issue with a neighbor as they were upset with us (and Heidi) for the state of the garbage. It had not been taken to the square for removal on garbage day. This was disappointing as the garbage was overflowing upon our arrival. We had to take our garbage to other towns for disposal as there was no room in the bins provided, NOR did Heidi tell us anything about them. I later found a book in the apartment that spoke about garbage day. Heidi also claimed the book said if you had a problem with the property you were to call her within 24 hours of check-in. In the end she said that's what the contract said, and therefore she provided no compensation to us whatsoever. One last problem with this rental was that we were provided with the owner's bank account for payment. After paying a fee at my own bank Heidi informed me their bank charged $20 Euros and we had to pay this fee as well. I did not believe that to be correct when they provided the bank numbers for deposit. If that is a fee they have to pay they should NOT pass that on to the customer, rather that is a fee they have to pay to do business. OVERALL very disappointed with this Homeaway experience. Hours of my holiday lost to clean an apartment that according to the 8 page contract was to be spotless. Maybe if Heidi Prag wasn't checking in 10 customers on one day she could take more time to explain things and actually go through the property to see it meets the standards they claim they will have in the contract. She also could explain things like garbage day. I feel bad for the actual residents on this street as I'm sure they put up with overflowing garbage on a regular basis.